***** ********* *** *** *

Midlothian, VA *****

804-***-****

ad1zde@r.postjobfree.com

Tia Ferrell

SKILLS

I am a detail oriented healthcare professional with the ability to function at a high level of excellence within a challenging environment implemented by the drive and commitment of 15+ years of Customer Service and management experience in multiple industries including food service (management), banking (customer service and leadership) and healthcare (training, organizational and project management).

EXPERIENCE

EHR Go Live Support/Optimization Analyst— Multiple locations, programs, and dates (EPIC, CERNER and ATHENA)

June 2015- PRESENT

1. St Marys Medical Center (Kansas city, MO)

2. VCU Healthcare Systems (Richmond, VA)

3. ProHealth (Long Island, NY)

4. Mayo Clinic (Rochester, MN)

5. University of VA (Arlington, VA)

6. Houston Methodist Hospital (Houston, TX)

7. LeHigh Valley Health System ( Allentown, PA)

● Provided one-on-one support to staff (clinical and non-clinical) to adapt to EMR implementation: Clindoc, OpTime/Anesthesia, and CPOE

● Worked with the cut-over team and Data abstraction of clinical records into Epic.

● Assist with workflow redesign and development by working with the team to plan, design, and/or test workflows currently in place or redevelop new processes that relate to the EMR system.

● Assisted in conducting post go-live performance analysis review and support.

● Created and submit daily/weekly status reports to the project manager.

● Evaluated work processes and provided recommendations for resolution and improvement.

● Facilitated end user ATE support for transition from McKesson to Epic OpTime/Anesthesia.

● Learned end-user workflows and trained end users on workflows changes and gathering feedback for instructional designers and project manager.

● Performed initial workflow analysis and made

recommendations for custom software build.

● Provided elbow support to end users on how to successfully use the software system (OpTime/Anesthesia, CPOE, ClinDoc, and Willow).

● Reported and recorded issues to ensure proper resolution and follow up.

● Triaged calls and issues from the support team and followed up on tickets logged.

VCU Health Systems, Richmond VA — Patient Access Representative

(ER)/ Intake Support Assistant (Psychiatry)

May 2019 - September 2021

● Greet patients, maintain computer databases, obtain approval for treatment from insurance companies, complete billing activities, assist with discharge, and collect payments.

● Facilitated admissions and registration process by obtaining essential demographic information to obtain precertification for inpatient, surgical, diagnostic and clinical outpatient procedures

● Evaluate benefits and eligibility of all patients for reimbursements and verified accounts with appropriate sources

Genetworx, Glen Allen VA — Medical Billing Specialist (LEAD) March 2020 - Jan 2021

● Perform completion of claims to payers and complete posting charges

● Submit billing data to appropriate insurance company

● Process claims and resolve denials

● Deploy, maintain and report on various programs, conduct audits and achieve maximum reimbursement for services provided Chic Fil A, Henrico VA - Director (Front of House) May 2018 - December 2019

● Maintained inventory levels, prepared payroll, initiated marketing strategies, and drove store sales.

● Implemented the highest standards of customer service

● Labor management duties consisted of interviewing job applicants, creating work schedules, and motivating associates

● Monitor customer satisfaction and resolve customer issues

● Making bank deposits and ensuring employees follow all safety and health guidelines

Bank of America, Richmond VA - Client Services Rep (LEAD) May 2016 - March 2019

● Direct Customers and explain details of all products and/or procedures

● Resolve product or service problems by clarifying the customer's complaint.

● Determined the cause of the issue; selected and explained the best resolution; expedited correction or adjustment; followed up and ensured resolution

● • Recommend potential products or services to management by collecting customer info and analyzing customer needs

Edible Education, Midlothian VA - Chef Educator

September 2011 - May 2016

● Instructed and oversaw healthy cooking classes for schools, festivals and corporations.

● Improved and built long lasting impressions for the consumption of healthy foods with innovative cooking practices

● Explained details of all products, tools and procedures used Wellsfargo Bank, Richmond VA - Phone Banker

December 2011 - Aug 2013

● Assessed and directed customer's banking needs and wants

● Strengthened customer's ability to comprehend accounts, charges, and products.

EDUCATION

Georgia State University — Degree

Aug 2006-May 2011, Atlanta, GA

REFERENCES AVAILABLE UPON REQUEST

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